Patient Success Manager - Sword Health

At Sword, we’re building AI to heal billions and unlock humanity’s full potential. We are pioneering AI Care, a fundamentally new approach to healthcare built for medical reasoning, safety, and real-time treatment. As both a clinical-centric frontier AI lab and an applied AI platform, Sword is reimagining how care is delivered at scale, removing traditional barriers like appointments, waiting rooms, and stigma so more people can access the care they need—and ultimately get back to lives lived in full.

Since 2020, Sword has expanded across physical therapy, women’s health, cardiometabolic, and mental health, and is now moving beyond the session to a fully AI-native, 24/7 care program that brings physical activity, therapeutic exercise, psychotherapy, nutrition, and behavior change into one connected experience. More than 700,000 members across three continents have completed over 10 million AI sessions, helping 1,000+ enterprise clients avoid more than $1 billion in unnecessary healthcare costs. Backed by 42 clinical studies, 44+ patents, and more than $500 million raised from leading investors, Sword is defining a new standard for healthcare.

AI Proficiency at Sword

AI fluency is a core expectation at Sword. Every candidate is assessed against our three-level framework — be ready to share real examples of how AI is already part of how you work.

• Explorer (Level 1) — Uses AI daily to boost personal productivity
• Builder (Level 2) — Creates workflows and tools that elevate the whole team
• Integrator (Level 3) — Embeds AI into products and processes at scale

Every hire must demonstrate at least Level 1. The expected level will vary depending on the seniority of the role.

The Role

As a Patient Success Manager, you will be the first personal point of contact for patients starting their digital back pain therapy (DiGA) with Kaia. You will guide them through every step – from registration to their first days in the program – answering their questions and ensuring no one falls by the wayside.

You will be one of the first members of our German team, helping to shape how we support patients with the right mix of personal contact and smart tools. This is a performance-oriented role: a significant portion of your compensation depends on how many patients you successfully help start their therapy. Your variable salary component is almost completely uncapped: the more patients you support in starting their therapy, the more you earn.

Your Responsibilities

• Manage a portfolio of patients who have registered with Kaia and help them successfully start their therapy.
• Explain in simple, empathetic language how Kaia works and how patients can use the app, addressing their questions and concerns.
• Maintain contact with patients via phone, email, and messaging, proactively reaching out to those who need support.
• Coordinate with doctor's offices and health insurance companies as needed.
• Keep patient status updated in our CRM at all times.

What You Should Bring

• Native level German (C2).
• Native level English (C2).
• 2+ years of experience in a phone-based, goal-oriented role (e.g., Sales, Customer/Patient Success, Patient Coordination).
• Proven success in achieving individual goals and motivation by performance-related compensation.
• Empathy and patience in dealing with patients, who often live with chronic pain and may not be digitally savvy.
• High organizational skills; experience with a CRM (e.g., HubSpot, Salesforce).
• Openness to new tools and technologies in daily work.